Les grands esprits se rencontrent

Since everyone is looking to move from conversation inbox to Help Desk, I think it would be better if you add the button Compose to send emails directly outside without creating a ticket first. ... Afficher plus

With the recent expansion of associations in HubSpot (same object association, many-to-one associations, association labels, etc) it would be great if we could allow for a set association with an association label when creating an object.   This would be done via customising the "Create a record" form, under "Associations". Instead of just one association per object type, allow for multiple per object association label.   Example: Edit the "Create a deal" form. Under associations, you see two entries for the Company association. One is Primary company as usual, but then underneath you have Partner company, Partner being an association label that has been set up, either optional or mandatory.   Now when creating a deal, I must select the Primary company, but I also can/must select a Partner company.   This feature would be great for teams/users who input data into HubSpot. By allowing the option to be set to mandatory, it also improves data robustness.    Currently, we have no way to ensure that association labels are actually used. At our business we have internal processes that should be followed, but people forget to follow the process. This can lead to records that don't have all the correct information, which then leads to manually having to check records are correct.   Example image:   ... Afficher plus

Currently, the 'time to close' ticket property is measured using the ticket properties 'create date' and 'close date'. It would be great if we had the option to report on 'time to close' using the 'owner assigned date' and 'close date' properties instead of only the 'create date' property.  ... Afficher plus

Currenttly the email field on a ticket in the new HelpDesk is not automatically populated when you compose a new email to the contact associated meaning you have to copy the email address from the contact property and paste the email address before using a email template. It would be great if this field automatically populated to improve efficiencies.   ... Afficher plus

In our company, we have completely adopted HubSpot Help Desk.  With that, I have many different teams that are both external and internal facing.  We have found the default views can be distracting and entice people to stray from their team's tickets and poke around in other team's tickets.  This includes seeing internal onboarding and offboarding requests, sensitive financial cases, etc.  Not everyone needs to see everything.    It would be beneficial to have the ability to hide or restrict the following categories:  Unassigned All Open All Closed Additionally, the ability to collapse the entire top section (not just the sent and spam categories) would free up space on the screen. Specifically if using mostly private and shared views.    Thanks for the consideration!     ... Afficher plus

UPDATE 4/17/24: This has been fixed!  ________________________________   I was told to come here to drop in an idea/request. Could you please fix the new Help Desk beta so people without a service seat can still "view, edit, and respond to tickets from the Tickets index page"? The graphic says our users without a seat should be able to do that, but currently they can't. Ever since I moved our channels and conversations to Help Desk, only our seven paid seats can respond to tickets. I don't think this was the intention.   Thanks, Robyn   ... Afficher plus

As a Support Team we work out of tickets and would love to be able to capture pipeline/ticket insights similar to how Hubspot allows for this on the Deal side. See below. Example of Deal Insights We would love to be able to capture something similar in Tickets. Ideally we would house some of the key ticket metrics i.e. Avg Response Time, Avg Time to Agent Assigned, Top Request Types, etc.  ... Afficher plus

The Search function isn't great at the moment for our customers using the customer portal / support ticket area. When you search for part of a number or a key word, nothing displays in the results. It requires explicit full number or full subject name to show a result. This not only is bad UX, but it makes it harder for our customer support team. I can't imagine we're the only team struggling with this one, can you fix please? First time using this Ideas area, so apologies if wording/positioning isn't quite right. Thanks. Iain Example of the area I'm referring to: ... Afficher plus

I have created a number of different ticket pipelines for our customer success team, one example is 'onboarding' pipeline.    I don't want these tickets to pull over to the 'helpdesk' page, as they appear as open tickets, which messes up any reporting on SLA's,time to close etc.   At the moment you can only filter the helpdesk by view, but the tickets still appear as open tickets. There needs to be an option to include/exclude tickets by pipeline, in the helpdesk. This will mean only true 'support' pipeline tickets will be included, and I can make use of the service reporting/dashboard features in hubspot. ... Afficher plus